Evaluation Report
Score overview and question-level quality findings.
51 / 100 points
| Key | Category | Question | Result | Score | |
|---|---|---|---|---|---|
| q_1_1 | Greeting | Did the agent greet the customer according to the BRAC Bank customer-service protocol? | Yes | 1/1 | |
Detail: Opening included salam, agent name, and assistance offer: “আসসালামু আলাইকুম, প্রিয়াঙ্কা বলছি। আজকে আপনাকে কীভাবে সহযোগিতা করতে পারি?” | |||||
| q_1_2 | Greeting | Did the agent greet the customer with a friendly, welcoming, and professional tone? | Yes | 2/2 | |
Detail: Greeting was respectful and welcoming in wording, with a clear service-oriented opening. | |||||
| q_2_1 | Knowledge | Did the agent obtain enough relevant information to correctly identify and understand the customer's banking need? | Yes | 5/5 | |
Detail: Customer clearly explained the need: whether Uttara Airtel care has eSIM available now after a failed visit in Gazipur; agent acknowledged understanding and proceeded accordingly. | |||||
| q_2_2 | Knowledge | Did the agent follow the required customer authentication/security protocol and protect sensitive banking information? | N/A | -/- | |
Detail: No Robi/Airtel system, API, or security-verification metadata supplied; system/security probing is not auditable from transcript alone. | |||||
| q_2_3 | Knowledge | Did the agent provide complete, correct, current, and safe information for the customer's exact banking use case? | No | 0/15 | |
Detail: Use case: eSIM availability / SIM replacement guidance. Agent said “সকল এয়ারটেল কেয়ারেই... ই-সিম অ্যাভেইলেবল” and later admitted no way to check actual stock. This is materially misleading for the customer’s actual question about confirmed availability at Uttara; mandatory accurate next-step/limitation guidance was incomplete. | |||||
| q_2_4 | Knowledge | Did the agent handle the core issue with expertise in a timely, organized, and solution-oriented manner? | No | 0/6 | |
Detail: Handling was professional but not fully effective: agent repeated a generic statement, gave an uncertain hope-based answer (“আশা করছি আপনি ই-সিম পাবেন”), and did not provide a stronger best-available next step beyond physically visiting another care point. | |||||
| q_2_5 | Knowledge | Did the agent provide the necessary additional information, next step, safety guidance, or escalation guidance? | Yes | 4/4 | |
Detail: Automatic Yes by anti-double-penalty rule because q_2_3 = No. | |||||
| q_3_1 | Soft Skill | Did the agent actively listen to the customer? | Yes | 3/3 | |
Detail: Customer repeated concern, but the agent did acknowledge and understand the issue (“বুঝতে পেরেছি আপনার বিষয়টি”); repetition was mainly around limitation of stock checking, not clear failure to listen twice or more due to misunderstanding. | |||||
| q_3_2 | Soft Skill | Did the agent avoid disruptively interrupting the customer? | No | 0/3 | |
Detail: Confirmed disruptive interruption occurred when agent began “তবে আমাদের এখান থেকে—” before the customer finished explaining the bad experience and urgency, causing the customer to continue and retake the floor. | |||||
| q_3_3 | Soft Skill | Did the agent show friendliness, positive tonality, empathy, patience, and courtesy during the call? | Yes | 13/13 | |
Detail: Agent remained polite and empathetic throughout, especially after the customer described inconvenience and rude behavior: “আন্তরিকভাবে দুঃখিত ম্যাম বিষয়টির জন্য,” “আন্তরিকভাবে দুঃখিত ম্যাম.” | |||||
| q_3_4 | Soft Skill | Did the agent use appropriate courtesy or magic words at the relevant opportunities? | Yes | 2/2 | |
Detail: Total opportunities: 4; covered: 4; critical miss: No. Covered with “সরি,” “আন্তরিকভাবে দুঃখিত” for service-failure/inconvenience, “ধন্যবাদ” before hold, “ধন্যবাদ” after waiting, and “ভালো থাকবেন” at closing. | |||||
| q_3_5 | Soft Skill | Did the agent maintain appropriate energy, attentiveness, responsiveness, and confidence throughout the call? | Yes | 6/6 | |
Detail: Agent was generally responsive, audible, and confident. No unexplained agent-caused delay above 8 seconds; the long gap was explained by announced checking/waiting and intervening promo audio. | |||||
| q_3_6 | Soft Skill | Did the agent demonstrate proper sentence construction and clear pronunciation of banking terms, numbers, amounts, dates, and instructions? | No | 0/10 | |
Detail: Sentence construction became materially repetitive and somewhat disorganized in the resolution part, with repeated fillers such as “মূলত,” “সে ক্ষেত্রে,” and circular phrasing that made the answer less disciplined and clear. | |||||
| q_3_7 | Soft Skill | Did the agent communicate at a clear, controlled, and comprehensible pace and pitch? | Yes | 10/10 | |
Detail: Agent word count: 124; agent speaking duration: 62.82 sec; WPM: 118.43; threshold: <=350, so pass. | |||||
| q_3_8 | Soft Skill | Did the agent avoid unexplained internal banking jargon or technical terms? | Yes | 2/2 | |
Detail: Agent did not use internal technical jargon such as CRM/CQC/ICMS; language remained customer-facing. | |||||
| q_3_9 | Soft Skill | Did the agent personalize the call respectfully without compromising customer privacy? | Yes | 2/2 | |
Detail: Agent used respectful personalization multiple times with “ম্যাম.” | |||||
| q_3_10 | General | Did the agent follow the correct hold and/or transfer protocol when a hold or transfer occurred? | N/A | -/- | |
Detail: Current-phase rule: hold/transfer protocol is always N/A. | |||||
| q_4_1 | Closure | Did the agent check customer comprehension or offer further assistance before closure, where the opportunity existed? | No | 0/1 | |
Detail: Agent closed the call without checking whether the customer understood or needed further help; customer only said “আচ্ছা, ঠিক আছে,” which is not an explicit understanding confirmation in this context. | |||||
| q_4_2 | Closure | Did the agent close the call politely, clearly, and professionally? | Yes | 1/1 | |
Detail: Professional closing present: “আপনার সাথে কথা বলে ভালো লাগলো। ভালো থাকবেন। আসসালামু আলাইকুম।” | |||||
| q_5_1 | Wrap up | Did the agent capture the customer's issue, action taken, and disposition correctly and completely in CRM/wrap-up, where metadata is available? | N/A | -/- | |
Detail: No CRM/CQC/wrap-up metadata supplied, so CRM capture cannot be audited. | |||||